Personal Emergency Response Assoc.

JOB PURPOSE

To answer incoming telephone calls (Alarms) from elderly and medically-at-risk individuals (Subscribers) and triage their needs with designated responders (non-emergency and emergency) in order to obtain the appropriate level of required assistance in a timely manner.

• Respond to incoming calls/Alarms by identifying the type of help required and coordinating (triaging) timely and appropriate assistance according to established protocols and procedures.
• Ensure that all customer interactions are conducted in a professional and caring manner, resulting in a high level of customer service.
• Obtain requested revisions to Subscriber data and ensure that the necessary updates are accurately entered into the appropriate data management system, Mastermind.
• Perform off-phone tasks as required (call back queue) in accordance with established protocols.
• Troubleshoot maintenance Alarms when applicable and home communicator issues to ensure that the Subscriber’s service is functional and uninterrupted.
• Meet departmental standards for after-call work, average handle time, and case quality.
• Adhere to all company and departmental policies and practices.
• To support remote operations, the company employs compliance and productivity monitoring tools.
• Ensure that all required training is completed within expected time frames.
• Demonstrate behaviors that contribute to a productive, supportive, and caring work environment.

• High School diploma or equivalent required - GED
• Call Center or Customer Service experience
• Fluency in English;
  Excellent verbal skills
• Basic Computer and Microsoft Windows skills
• Professional and courteous telephone manner
• Deep compassion and empathy for the elderly and medically at-risk, highly desirable
• Able to handle routine and repetitive tasks at varying pace
• Able to maintain composure in stressful situations
• Satisfactory background check and CORI check
• For remote positions, we require a professional work environment that includes having a quiet, distraction-free workspace, a private area to ensure confidentiality and security when handling sensitive information, and reliable internet access to support seamless communication and work activities using a hardwired Ethernet cable to connect to the company equipment and NOT to use Wi-Fi internet.

Sunday - Thursday, 5pm-9pm Eastern Time, Part Time - 20 Hours.

Training schedule will Monday-Friday, 5pm-9pm Eastern Time.